As the global demand for smarter, sustainable water management intensifies, Femi Osasona, a leading expert in business process optimisation and cybersecurity within critical infrastructure, has explained how strategic digital transformation can reshape legacy utility systems for the better.

Speaking on his pivotal role at Scottish Water, where he currently serves as a Senior Business Analyst for Information Systems, Osasona noted that “the utility sector is undergoing a major shift—not only to deliver operational efficiency but to protect critical assets from emerging cyber threats while enhancing customer experiences.”

He led the delivery of the Digitally Securing Operational Assets (DSOA) project—an initiative that aimed to elevate the cybersecurity posture of Scotland’s water and wastewater systems.

Through comprehensive audits of Industrial Control Systems (ICS), SCADA, and Distributed Control Systems (DCS), Osasona and his team uncovered and addressed critical vulnerabilities, ensuring compliance with ISO standards and safeguarding public infrastructure from digital threats.

“In an age where utility networks are increasingly digitised, the lines between physical and cyber risks have blurred. Our approach involved proactive risk identification using the NIST 800-53 framework and the integration of best-in-class technologies,” Osasona said.

He also emphasised the significance of stakeholder alignment in driving enterprise-wide cybersecurity readiness.

Another standout project under Osasona’s leadership was the Lean Rapid Process Improvement Workshop—a major effort to redesign Scottish Water’s recruitment and onboarding systems. By applying Lean Six Sigma methodology, the team not only identified redundant steps but implemented a new applicant tracking system (ATS) that significantly improved employee satisfaction and time-to-hire.

Osasona facilitated collaborative workshops and user interviews across departments, using BPMN methodology to uncover bottlenecks and inefficiencies. “We listened closely to those on the ground. The insights they offered shaped the re-engineered workflows,” he explained.

His leadership in embedding an Agile and Lean culture at Scottish Water helped boost cross-functional collaboration and speed of delivery.

One of his most lauded contributions was reducing avoidable customer contact by tackling failure demands within the contact centre.

Through precise demand analysis, his team was able to eliminate 45% of these inefficiencies, improving customer experience while delivering significant operational savings.

“We translated qualitative feedback into measurable action,” Osasona remarked. “By leveraging automation and customer insights, we created a more intuitive service journey, cutting down on repetitive complaints and freeing up capacity for complex queries.”

Osasona also played a key role in developing business cases and change management plans that underpinned several enterprise-level transformations.

From prototyping user journeys in Balsamiq to creating user stories and features in Azure DevOps, he ensured that all project components were delivered on time and met business objectives.

His capacity to translate complex concepts into actionable outcomes won the support of senior executives and project sponsors.

“We weren’t just chasing innovation for innovation’s sake. Every proposal was tied to strategic outcomes and ROI. One of our automation solutions alone delivered a projected return of £3.5 million over three years,” he revealed.

Now regarded as a strategic thought leader in process improvement and digital transformation, Femi Osasona continues to advocate for integrating cybersecurity, business analysis, and stakeholder engagement to future-proof public utility systems.